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How can an IVR software help increase my agent's efficiency?
How can an IVR system free up my best agents? How can it help increase efficiency and productivity?
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3 Answers
There are a lot of ways how IVR software can increase the efficiency of your agents. Here are some examples:
- IVR can provide self-service outside office hours
- IVR routes calls based on what the caller needs to do (no time wasted talking to the wrong agent)
- IVR can handle more basic tasks leaving more time for the agents to handle more demanding situations (this case study talks about how a utility implemented an IVR to improve customer service: http://tinyurl.com/utility-casestudy)
- A predictive dialer saves time by eliminating manual dialing and by passing live calls to agents
- Outbound IVR can be used to send messages or to do surveys
Hope that helps. Feel free to contact me for questions.
Regards,
Kirsi
http://www.pronexus.com
- IVR can take messages if agents don't respond within reasonable time or there is no need to talk to anybody, for example a technicial is reporting completed job back to dispatch center.
- IVR can arrange call back service if customer does not want to wait in ACD queue. The system will call the customer and connect to the next available agent without loosing the place in the queue.
An IVR could offer a comfortable call back service while the CC is to busy to take the call. Offering a specifc time and date for calling the client shows a great service and helps to manage peak calling time.
We wrote a book about all this, the voice compass, and there you may find many more answers if it comes to automation, ivr, speech recognition and so on.
See http://voice-compass.com/english/main/read/voice-compass-international-0809.html for more and have a look into the online version.
Detlev Artelt
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